Proactive impression
Web-based portal
Customer data
Valuable monitor
Theo van Koningsveld
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research reports and news headlines,
as the system also receives news feeds
from Reuters and Bloomberg.' SMS, instant
messaging, Microsoft Outlook and Word
have been integrated with the platform
so it's not necessary to click between
interfaces. 'Not only does "Radar" eliminate
the need to leave your desk for a two hour
meeting in which you may only add value
for 15 minutes, but when a cliënt calls,
you have the latest information at your
fingertips,' he says.
A number of clients were interviewed
during the design phase. 'They told us
that ifthey had a complaint or a question,
they only want to give it once. One cliënt
reported that to change some account
details took six phone calls. In this system,
all phone calls and e-mails made or recei-
ved by a cliënt can be logged via a scratch
pad - so if my colleague logs on ten min
utes later he can see what the cliënt called
about,' explains Van Koningsveld. 'I know
this system will help us to make a much
more proactive impression on clients.'
Previously, all business divisions only had
silo solutions for Customer Relationship
Management (CRM). For example, GFM
has 'System X' and Rabo Securities has
'Share Com'. This is the first overarching
system which gives a joint view tothe
Account Manager and Specialist. They
are able to view the same data and work
on-line in a deal team to find the best
solution for the cliënt. The system is only
possible now because Rabobank invested
heavily in upgrading business units' inter-
nal systems in recent years. Since this
renewal it's been possible to create a web-
based portal that extracts maximum data
from different sources at the back-end.
Development of the system began in
the second half of 2004 with a 'definitions
study' to determine the requirements of
important user groups. Implementation
began in January this year in the Nether-
lands. Van Koningsveld explains, 'We've
begun discussions with Relationship
Managers and sales people for 800 Dutch
clients to determine what information
they access on a daily basis. Once we are
satisfied with the content and design,
we will download all 800 customers into
the "Radar" database and make sure it
stays up to date. Once we have a stable
and robust system, we'll add customers
from international offices, starting with
Europe - probably in 2006.'
'Radar' has great potential for cross-border
deals and teams, which are usually labor
and time intensive to organize. By Q4
2005 it is hoped that the system will be
able to use RAROC UCI data to generate
cross-border data once per month.
Then the system will be made available
to Corporate Client people in the inter
national network who should find it a
valuable way to monitor what is happening
with a client's parent or subsidiary in NL.
'This is an early step towards our final goal
to enable clients to directly execute the
more commoditized products,' reveals
Van Koningsveld. 'We have to better
organize our internal information before
we open it up to clients. In a few years,
I foresee more tracking and tracing by
clients. For example, they may be able
to see for themselves at what stage of
the process their credit application is.
Certainly, we'd like to build on what we
offer by way of "Rabo Deal Assist"and
'Treasury Web". It's step one in building
the foundations for future e-distribution
to our clients.'
